Structural analysis of the behaviour of autonomous systems - customer relationship management ...

@inproceedings{55102,
   author = {Botlík, Josef and Botlíková, Milena},
   address = {Seville, Spain},
   booktitle = {International Bussiness Information Management Association Conference (IBIMA) 2021: Innovation Management and information Technology impact on Global Economy in the Era of Pademic},
   edition = {38th},
   editor = {Khalid S. Soliman},
   keywords = {ustomers; Digital Economics; EU; Precedence analysis},
   howpublished = {elektronická verze "online"},
   language = {eng},
   location = {Seville, Spain},
   isbn = {978-0-9998551-7-1},
   pages = {7306-7319},
   publisher = {IBIMA},
   title = {Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU},
   url = {https://u.pcloud.link/publink/show?code=kZus0AXZ2gcI7DeEKyBL8PkxDpCI74DctOJk},
   year = {2021}
}

TY  - JOUR
ID  - 55102
AU  - Botlík, Josef - Botlíková, Milena
PY  - 2021
TI  - Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU
PB  - IBIMA
CY  - Seville, Spain
SN  - 9780999855171
KW  - ustomers
KW  - Digital Economics
KW  - EU
KW  - Precedence analysis
UR  - https://u.pcloud.link/publink/show?code=kZus0AXZ2gcI7DeEKyBL8PkxDpCI74DctOJk
N2  - The economic and social upheavals caused by the global nature of the socio-economic environment have shown, in connection with covid19, the need for companies to target customers. Intensive customer orientation is an important factor that can influence the development of companies during the Covid pandemic. Companies, as autonomous entities, have intensively shifted customer relationship management to digital forms. In connection with the project "Creation of a model for monitoring and predicting the behaviour of autonomous systems on selected infrastructure - identification of local extremes", changes in the use of communication with customers at the level of EU countries were analysed. Using the created model, a network was generated identifying the increases and decreases in the use of software platforms for customer relationship communication. Using methods of system analysis, especially mathematical prediction, statistical methods and cluster analysis, the possible development of the number of used CRMs in EU countries is identified. Years with major declines and disproportions have been identified. The declines in developed economies (Germany, France, Austria etc.) in 2019 are specific, related mainly to the use of new forms of customer service. Clusters of countries have been identified that have the potential for rapid consolidation in the post-coronavirus period. This potential is due to the high probability of using CRM systems. The paper is an innovative implementation of system analysis methods, specifically precedent analysis, these methods allow, in contrast to other methods, to capture spatial - regional links. The analysis is conducted at the state level, as state lockdowns and closures took place at the time of the coronavirus, which was globally reflected in the same consequences in the corporate sector of individual states.
ER  - 

BOTLÍK, Josef a Milena BOTLÍKOVÁ. Structural analysis of the behaviour of autonomous systems - customer relationship management during the Covid pandemic in EU. In Khalid S. Soliman. \textit{International Bussiness Information Management Association Conference (IBIMA) 2021: Innovation Management and information Technology impact on Global Economy in the Era of Pademic}. 38th. Seville, Spain: IBIMA. s.~7306-7319, 17 s. ISBN~978-0-9998551-7-1. 2021.